UK Service Terms and Conditions
These terms and conditions set out the basis on which our services are provided in the United Kingdom. By making a booking, accepting a quotation, or instructing us to begin work, you agree to be bound by these service terms. They are designed to create a clear understanding between us and the customer regarding the booking process, payment, cancellations, liability, waste handling, and the law that governs the agreement. For the avoidance of doubt, these terms apply to all standard service bookings unless we agree a different arrangement in writing.
Our services may include labour, attendance, delivery, collection, disposal support, or other related work as described in the relevant quotation or order confirmation. Any reference to “we”, “us”, or “our” means the service provider, and any reference to “you” or “your” means the customer, client, or person booking the service. These service terms should be read carefully before confirming any order, as they set out important rights and obligations for both sides.
If any part of these terms is not understood, you should seek clarification before placing a booking. If there is any conflict between a quotation, order summary, email confirmation, or these terms, the written agreement we issue specifically for the job will apply first, followed by these terms. Nothing in these terms affects any rights that cannot lawfully be excluded under UK law.
1. Booking Process
All bookings must be made through an approved booking channel and are only confirmed once we have accepted the order in writing, by email, text, invoice, online confirmation, or another recorded method. A request for a service does not guarantee availability. We may decline a booking at our discretion where there is insufficient information, the requested work is outside our scope, the location is unsuitable, or we believe the job cannot be completed safely or lawfully. The service booking is not final until confirmation is issued.
When you request a booking, you must provide accurate and complete information, including the nature of the work, access arrangements, time constraints, any items to be handled, and any known hazards. If the information provided is incomplete or inaccurate, we may revise the price, change the schedule, or cancel the booking without liability. You are responsible for ensuring that the service description matches your actual requirements, especially where the work involves heavy items, restricted access, or regulated waste.
We may request photographs, measurements, site details, or other information before confirming the order. Where a quotation is provided, it will usually remain valid for a stated period, and if no period is stated it may be withdrawn or revised at any time before acceptance. Acceptance of a quotation is deemed to occur when you instruct us to proceed, pay a deposit, or allow us to begin work. If you are booking on behalf of another person or business, you confirm that you have authority to do so.
2. Pricing and Payments
Prices are based on the information available at the time of quotation and may be subject to change if the scope of work, access, labour, materials, parking, waiting time, disposal requirements, or timing differs from what was originally described. Any additional charges will be explained where reasonably possible before they are incurred. The final amount payable may therefore differ from the initial estimate if the actual service requirement is greater than anticipated. We aim to keep our payment terms transparent and fair.
Unless otherwise agreed, payment is due immediately upon completion of the service, although we may require a deposit, part-payment, or full payment in advance for certain bookings. Accepted payment methods will be notified in advance or on the invoice. If payment is not received by the due date, we may charge interest and reasonable recovery costs to the extent permitted by law. We also reserve the right to suspend further services, withhold release of goods, or refuse future bookings until overdue sums are paid in full.
Invoices are issued based on the service delivered and any agreed additional charges. You must notify us promptly of any billing errors or disputed items, and in any case within a reasonable time after receipt of the invoice. Failure to raise an issue promptly does not waive your obligation to pay undisputed sums. Any discounts, promotional offers, or special rates are discretionary unless expressly confirmed in writing, and may be withdrawn if the booking is amended or cancelled.
3. Cancellations, Rescheduling, and Missed Appointments
If you wish to cancel or reschedule a booking, you must notify us as soon as possible. Cancellation rules may vary depending on the type of work, the notice given, and whether we have already incurred costs or reserved time, vehicles, staff, or equipment. Where a deposit has been paid, some or all of it may be retained to cover preparation, administration, and losses caused by the cancellation. This is a common feature of UK service terms and helps protect both parties from avoidable costs.
If you cancel at short notice, if access is unavailable, if someone is not present to authorise the work, or if we are unable to complete the service because the site is not ready, we may treat the booking as cancelled by you and charge a reasonable fee. Where we attend a property and are unable to proceed for reasons outside our control, such as unsafe conditions, incorrect information, or lack of access, you may still be charged for attendance, waiting time, and any expenses already incurred.
We may cancel or reschedule a booking if we are unable to provide the service safely, if required resources become unavailable, if payment terms are not met, or if circumstances beyond our control prevent completion. If we cancel for reasons within our control, we will offer a new date or refund any advance payment for work not carried out. We will not usually be responsible for indirect losses caused by a change of date, provided we have acted reasonably and in good faith.
4. Service Standards and Customer Responsibilities
We will carry out the services with reasonable care and skill and in accordance with the description agreed. However, outcomes may depend on site conditions, the condition of items, and the accuracy of the information you provide. You must make sure the site is safe, accessible, and suitable for the planned work, and that any necessary permissions, licences, or consents have been obtained. If the service requires entry to a property or use of shared areas, you are responsible for ensuring lawful access.
You must remove or secure valuables, confidential materials, and fragile items before work begins unless we have specifically agreed to handle them. You must also inform us of any hidden hazards, such as asbestos, sharps, chemicals, structural defects, infestations, restricted parking, or live electrical risks. If such risks are discovered during attendance, we may pause or stop the work. Any delay or extra cost arising from undisclosed hazards may be charged to you. Clear communication helps ensure the service is completed efficiently.
Where the job involves moving items, waste, or equipment, you acknowledge that some services are physically demanding and may involve unavoidable wear and tear. We are not responsible for minor cosmetic marks, pre-existing defects, or deterioration caused by the nature of the work itself, unless this results from our negligence. You agree not to ask us to perform work that is unlawful, unsafe, or outside our competence. We may refuse instructions that would breach health and safety obligations or other applicable rules.
5. Liability and Limits of Responsibility
Nothing in these terms limits or excludes liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to that, we will not be responsible for losses that are indirect, consequential, or not reasonably foreseeable at the time the contract was made. This includes loss of profit, loss of business opportunity, loss of goodwill, or loss arising from delays outside our control. These terms and conditions reflect a balanced allocation of risk.
Our total liability for any claim arising from a booking, whether in contract, negligence, or otherwise, will be limited to the amount paid or payable for the relevant service, except where the law requires a different outcome. We do not accept responsibility for damage caused by pre-existing defects, poor condition of property, hidden faults, or inaccurate instructions given by you. If you believe damage has occurred, you must notify us promptly and allow reasonable access for inspection and remedy.
We may, at our option, repair, replace, re-perform, or refund part of the service where we accept that a failure has occurred and where such a remedy is reasonable in the circumstances. Any claim must be supported by sufficient detail, and you must take reasonable steps to reduce any loss. Nothing in these service terms affects any mandatory consumer rights that apply under UK law. If you are a business customer, you acknowledge that commercial risk is shared in accordance with these terms.
6. Waste Regulations and Environmental Handling
Where our services involve collection, removal, or disposal of waste, both parties must comply with all applicable UK waste regulations and environmental laws. You must not present prohibited, hazardous, clinical, pressurised, explosive, or unlawful waste for collection unless we have specifically agreed in writing and the relevant legal requirements are met. We may refuse any item that is unsafe, incorrectly described, or unsuitable for lawful handling. The aim is to ensure each UK service agreement remains compliant and responsible.
You confirm that any waste or materials you ask us to remove belong to you or that you have the authority to arrange their transfer. You must accurately describe the contents and condition of waste, especially where mixed loads, liquids, electrical items, or materials requiring specialist treatment are involved. If regulated waste is discovered and was not declared in advance, additional charges may apply, and we may stop the job until appropriate arrangements are made. We may also require written confirmation regarding ownership or origin of the items.
We will handle waste in a lawful manner, but our obligations are limited to the scope of the service agreed. Where required, waste transfer documentation, carrier details, or disposal records may be completed in accordance with applicable rules. You agree to cooperate with any lawful request for information relating to the nature of the waste. If you conceal or misdescribe waste, you may be liable for all losses, penalties, clean-up costs, and third-party claims arising from that concealment.
7. Force Majeure, Changes, and General Provisions
We are not liable for failure or delay in performing our obligations where the failure results from events beyond our reasonable control, including severe weather, fire, flood, accidents, transport disruption, labour disputes, illness, government action, or utility failure. If such an event occurs, we may postpone the booking, amend the service, or cancel without liability for indirect losses. Where possible, we will communicate a revised arrangement and act reasonably to minimise disruption. These provisions are common in service terms and conditions.
We may update these terms from time to time to reflect changes in law, business practice, or service structure. The version in force at the time of your booking will normally apply to that booking, unless a later version is expressly agreed. If any provision is found to be invalid or unenforceable, the remaining provisions will continue in full force. No failure to enforce a right will be treated as a waiver of that right unless we confirm otherwise in writing.
These terms, together with the accepted quotation or booking confirmation, form the entire agreement between the parties in relation to the service supplied. You may not assign your rights or obligations without our written consent. We may transfer or subcontract part of the service where appropriate, provided this does not materially reduce the standard of performance promised to you. Headings are included for convenience only and do not affect interpretation.
8. Governing Law and Jurisdiction
These terms and any dispute or claim arising from or in connection with them, whether contractual or non-contractual, are governed by the laws of England and Wales unless another part of the United Kingdom applies by mandatory legal rule. The courts with appropriate jurisdiction will have exclusive authority to resolve disputes, although we may choose to pursue a claim in any competent court if permitted by law. This clause helps provide certainty for both sides of the service contract.
If a dispute arises, the parties should first try to resolve the issue in good faith by reviewing the relevant booking, invoice, and service details. Where possible, practical solutions such as re-performance, correction, or a partial refund may resolve the matter more efficiently than formal proceedings. Nothing in this section prevents either party from seeking urgent injunctive relief or other legal remedies where necessary. Any consumer rights available under law remain unaffected by this agreement.
By booking our services, you confirm that you have read, understood, and accepted these terms and conditions. You also confirm that the information provided for the booking is accurate to the best of your knowledge and that you will cooperate to allow the service to be delivered safely and lawfully. These terms are intended to support clear expectations, fair dealings, and responsible service delivery across the UK.
